CLIENT ENGAGEMENT SPECIALIST

Care Resource Community Health Centers, Inc.•Miami, FL

1d•Onsite

About The Position

The Client Engagement Specialist is responsible for providing exceptional customer service to patients and clients via telephone. This role involves answering calls, resolving inquiries, scheduling appointments, and maintaining accurate patient information in various systems. The specialist will also be responsible for verifying insurance eligibility, ensuring patients have necessary documentation, and adhering to HIPAA regulations. A key aspect of this role is modeling the company's culture of service, emphasizing compassion, competency, and commitment in all interactions.

Requirements

High School diploma is required.
A minimum of (2) two years of experience in customer service, call centers, or receptionist/scheduling positions, specifically in healthcare settings.
Computer knowledge should include phone operating systems (Mitel), Word, Excel and Outlook.
Knowledge of NextGen EHR.
Proven excellent customer service skills.
Proven phone etiquette.
Outstanding communication skills.
Good organizational skills.
Good teamwork skills.
Ability to work with multicultural and diverse population.

Nice To Haves

Training in HIV/AIDS preferred.

Responsibilities

Answer the telephone promptly in a courteous and professional manner.
Retrieve and return dropped calls by listening to voicemails and provide the assistance needed.
Develop and maintain knowledge of all services offered and resources available at the health center.
Resolve routine general questions and/or issues/concerns presented by patients and customers via phone, by following established organization’s guidelines, scripts, and procedures.
Use computer systems to log and track inquiries, as well as, to monitor the status of pending items in need of follow-up.
Document all customer interactions, including records details, complaints, comments, and actions taken.
Obtain and enter/update accurate demographic information into the agency Practice Management.
Use EHR to verify pharmacy address, referral status for specialist appointments, or lab orders.
Schedule patient/client appointments, including medical and behavioral, according to scheduling templates, protocols/guidelines, credentialing grids, and PCP assignments.
Cancel or reschedule appointments upon a patient’s request.
Provide guidance and proper instructions to patients regarding requested services.
Assist in the scheduling of interpreters for appointments requiring translation and/or sign language services.
Review, update, and confirm appointment information with the caller before ending every call.
Inform callers of necessary documentation needed on the day of appointment.
Answer questions in a courteous, caring, and professional manner, and offer any additional information as requested, or needed.
Conduct outbound calls to cancel and/or reschedule patient medical appointments when the provider requests time off.
Direct calls to other departments as needed.
Document chart notes with clear guidance for the next person involved.
Escalate calls appropriately according to procedures.
Maintain performance expectations including, but not limited to, Average Calls Answered, Average Handle Time (AHT), and other performance metric requirements.
Comply with HIPAA rules and regulations when communicating with patients, clients, health center personnel, and external vendors.
Verify all Commercial insurances, Medicare, Medicaid, and Ryan White for eligibility and benefits.
Ensure that FQHC patients have proof of income on file before scheduling an appointment.
Model Company culture of service standards in customer service.
Ensure proper hand washing according to Center for Disease Control and Prevention guidelines.
Understand and appropriately act upon assigned role in Emergency Code System.
Understand and perform assigned role in health center’s Continuity of Operations Plan (COOP).
Provide outstanding customer service to both internal and external customers using the Health Center’s 3C’s of service.
Participate in health center developmental activities as requested.
Perform other duties as assigned.